See I decided to treat myself a while back and order some custom color shoes. The picture you see is the end result, of which I am extremely happy with.
As is bound to happen, there was a hiccup along the way. Apparently, when you ship via FedEx, you can’t ship to a PO Box. Well, nothing on the website said as much, no errors were generated, etc so I proceeded as planned. I got a tracking number for my package and all was good.
Four weeks goes by and no package. Delivery was projected at ‘3-5 weeks’. I pull up my tracking number and was surprised my package had been delivered! Even more bizarre, it was delivered to an address in Massachusetts. I’m thinking they just gave me the wrong tracking number. I call up and it was my tracking number. Since they don’t ship to PO Boxes, it got sent to their main US distribution center, which in turn popped it into the regular mail.
You can imagine my frustration at this point. One, my packaged had to be remailed after I paid for FedEx shipping. Two, why didn’t they just have their site setup to prevent such snafus or at the very least warn you. The rep was very nice and apologized and explained my order had been reshipped and should be arriving soon. At this point, I’m disappointed and not really impressed with their company.
I hang up and about 5 minutes later the rep actually calls me back. This by itself was a huge surprise. When does a company ever call the customer anymore? The girl explained that since it was their fault with the shipping options and I was about to go over my 5 week window that she was going to refund my shipping charge. I was very gracious and thanked her profusely for the consideration and call back.
Having never had any direct interaction with Reebok as a company, this left me with a very positive view of them as a whole. I don’t know if this is they’re standing policy or if the rep just went above and beyond to make a customer happy. Either way, as a first time customer, I came away with a good impression and a willingness to become a repeat customer. You just don’t see this anymore. Reebok is a global brand and to see this type of attention to customer satisfaction was refreshing and totally unexpected. I guess years of shitty service from companies has conditioned med to expect the worst. It is nice to discover not all big companies totally bail on customer satisfaction. So here’s a shout out to Reebok for getting it right!